Your Role on Our Journey
The Customer Service Officer operates within a 24-hour operations centre, providing vital support and coordination for both customers and drivers.
This role involves managing a high volume of inquiries and issues, ensuring seamless communication, and delivering exceptional service to uphold the company's standards of safety, reliability, and customer satisfaction.
Your Day-to-Day Adventures
- Handle customer inquiries related to bookings, cancellations, technical enquiries and general information.
- Manage incident response, including accidents, breakdowns, and other emergencies, ensuring timely and effective resolution.
- Assist drivers with route planning, scheduling, and operational updates.
- Assign upcoming jobs based on driver availability, location, and qualifications.
- Communicate with drivers regarding new bookings, changes, or cancellations.
- Assist drivers with operational issues such as route guidance, customer queries, or vehicle breakdowns.
- Document all interactions, bookings, cancellations, incidents, and resolutions accurately in the management system for tracking purposes.
- Respond promptly to driver calls regarding vehicle issues, accidents, breakdowns, or emergencies.
- Provide drivers with necessary support, instructions, and safety information.
- Coordinate with internal and/or external parties when required
- Monitor driver compliance with operational policies and safety protocols
- Address customer complaints, resolve issues, and ensure a high level of customer satisfaction.
What Makes You a Perfect Fit
- Strong communication and interpersonal skills
- Ability to remain calm and professional under pressure is a must
- Good problem-solving and conflict resolution skills
- Ability to multitask and prioritize in a fast-paced environment
- Knowledge of local roads, traffic regulations, and safety procedures will be a bonus
- Night Owl – Working Hours: 5 Days Rostered
- 10:00 PM – 7:00 AM and 5:00 PM – 2:00 AM